Intermediate Customer Account Manager

Clio•Toronto, OH

34d•$76,500 - $103,500•Hybrid

About The Position

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Summary: We are currently seeking an Intermediate Customer Account Manager to join our Customer Success team. This role is for tenacious and driven individuals who are customer first naturals. This role has been designed to ensure maximum health for Clio customers throughout their lifecycle and may need a little additional help to maximize adoption and become a Clio promoter. This role is available to candidates in Burnaby or Toronto. What your team does: Our Account Management team is accountable for a large and diverse account base in terms of legal coverage: different law types (criminal, corporate, family for example), different customer types (lawyers, paralegals, office staff etc.), varied firms sizes and a varied workload. The team provides enablement across our solutions, including our core platforms and cutting-edge AI offerings, helping customers adopt firm-specific workflows and avoid churn.

Requirements

2+ Customer Success/Service/Support experience
2+ years in an account manager or similar function
Sales experience
Experience working in or closely with Sales organizations
A keen interest in improving your craft by using AI
SaaS experience

Nice To Haves

Experience in legal technology or legal background
Salesforce experience
Experience working with generative AI tools

Responsibilities

Directly impact important KPIs such as proactive churn prevention, adoption, expansion, customer retention, plus various project deliverables;
Proactively calling outbound to Clio customers to ensure they are receiving value from Clio;
Re-engage customers with Clio usage through your understanding of the product usage data,, customer personas and the value available to our customers;
Identifying, acting upon, and driving revenue opportunities; providing analysis on conversion success;
Lead both individual and group strategy/training sessions to drive Product Adoption
Be an expert in Clio's suite of products-especially our AI-powered solutions-and understand common customer workflows
Reaching out to promoters for the brand, referrals, revenue and possible advocacy opportunities;
Managing and retaining incoming lifecycle opportunities
Sharing feedback with the Product organization to ensure we are building with customer front of mind;
Work on and lead (where appropriate) customer driven projects.

Benefits

Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
Flexible time off policy, with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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